Getting money owed back off BT

boolaa

17-05-2010

Reposting here as I first posted in Advice:

Arrgh! We recently left BT and had paid up until July 1st so they owe us money right? Almost 2 months by our reckoning. Our last bill is £17.77 so we are owed the money up until 1st July minus the £17.77.
Just phoned India and the man was adamant they owe us no money The account is closed and there's nothing outstanding on the account. I asked to speak to his manager and he was a little uncomfortable and said 'please hold'. I did and the line went dead Bloody fuming grrrr, well I didn't think it would be simple!

So HOW do we get our money back? Soooo frustrating!

BT Support

18-05-2010

Hi Boolaa,

If you have recently closed your BT account, this will mean that a final bill will be produced for you shortly. If there is a credit balance on this bill it will be refunded directly back to your bank account or a cheque will be produce. This can take up to 7-14 days from the date your account was closed. I can take a look at this for you, email btcare@bt.com with your BT account details, along with a link to this thread.

Thanks

Paddy,

boolaa

19-05-2010

Thanks for the help Mr/Mrs/Miss/Ms BT Support

Just received the following message from BT:

I can confirm that a Final bill was produced for your account on 18/05/10 and you will receive a cheque for £61.16 within the next 7 days.

So they DID owe me money, hopefully the cheque will arrive!

Jepson

20-05-2010

Originally Posted by boolaa:
“Thanks for the help Mr/Mrs/Miss/Ms BT Support Just received the following message from BT:

I can confirm that a Final bill was produced for your account on 18/05/10 and you will receive a cheque for £61.16 within the next 7 days.

So they DID owe me money, hopefully the cheque will arrive!”

The support person may have looked at your account after the refund had been processed and hence seen the account balance was nil. It seems unlikely he'd have seen an outstanding balance and lied about it.

Odd, though, that he couldn't see from the last few transactions what had happened. Perhaps they don't appear when viewing a closed account.

timboy

26-05-2010

Originally Posted by Jepson:
“The support person may have looked at your account after the refund had been processed and hence seen the account balance was nil. It seems unlikely he'd have seen an outstanding balance and lied about it.

Odd, though, that he couldn't see from the last few transactions what had happened. Perhaps they don't appear when viewing a closed account.”

OP posted on 17/05 and final bill was generated on 18/05 so the refund hadn't been processed as the closing bill hadn't been calculated.

Basically, the advisor has been too lazy to look at the account and to calculate the approximate rental rebate that was going to be due back and then add that to any other credits like payments made.